Complaint #6 Mason Slots Casino

Delayed deposit, no answer from financial department

By Adrian U.

6 years ago

On August 8, I made a transfer of PLN 110 via the ecopayz system. The money is gone from the wallet, but not in the casino. The support was informed about this event, as was the financial department. However, nothing has changed so far, still relevant: "we are working on it". Ecopayz payments are made immediately, ecopayz service ensures that the funds have been credited correctly.

Disputed Casino Mason Slots Casino

Reason Amount not credited

Amount zł110

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

ujmen

• Poland • 2 reviews

6 years ago

Funds were credited correctly.

Best regards

AskGamblers

• Support Team

6 years ago

Dear @ujmen,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mason Slots Casino

• Representative

6 years ago

Dear AskGamblers team and UJMEN,

We would like to inform you that the funds (110PLN) were credited to player’s account.

As soon as UJMEN provided us with the confirmation that the funds were debited from his account, we transferred this request for a solution.
When we received an update that the funds were credited, we immediately informed UJMEN and apologized for the situation occurred. Moreover, we offered a freespin bonus for the inconvenience caused.

We totally understand player’s worries and are deeply sorry that the deposit procedure took a bit long. Please accept our apologies for keeping you waiting.

Our team sincerely hope that casino will bring you only positive emotions.

With kind regards and thanks for your patience in this matter,
Mason Slots Casino team

Mason Slots Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $168

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

Mason Slots Casino Complaint Summary

Most user complaints about this operator fall under the Deposits category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 3 days, while the average duration across all operators is 8 days.

Mason Slots Casino Complaints

See all complaints for this casino

My deposit via Mifinity not credited to my casino balance

Hi I have not received my $26 NZD deposit That I made here.I have talked to Mason slots Support numerous times only to get the run around about the issue..no transactions or any deposit in their system. They said to go back to payment provider which I did. Mifinity staff say the definitely have processed and successfully sent through my money to Mason slots..

So back to Mason I went to get nothing but the same generic Bot like answers from live chat support "still investigating" we are "Escalating" your issue.

Please help to get my money back or added to my casino balance at this casino..N1 casinos are supposed to be a good experience..but it's not been the case for me here. I have attached files showing transcripts, proof of my payment via Mifinity, chat screens.

Thanks

Resolved

$26

Casino support is not willing to assist me for my Mifinity withdrawal

My Mifinity Withdrawal has been declined several times for various reasons.

The last reason is "Please fill all the information fully and correctly when you are requesting a cashout". I made sure and I can see that all the fields are filled in correctly (my accounts are fully verified) and yet the payment is still rejected.

I can't find out from anyone on the support what is wrongly filled. Agents from the chat do not see such information and people from the financial department do not want to say anything specific, but give a general answer that the fields are incorrectly filled.

So how can I withdraw money when no one wants to tell me what's wrong?

The casino won't give me an answer so there's nothing I can do. I hope someone will help me here.

Resolved

€110

100USD deposit Discarded

I deposited 100 euros via Neteller, money came out of my account, then I contacted chat support and they asked me to take a photo of my deposit, I have made and kept asking them for 3 days but still got no response. And so far I haven't received any information other than waiting.
They didn't want to solve my problem, I sent them the proof of deposit, the check was easy because the transaction code was in, but they did nothing.

Resolved

€100

Self Exclusion Failed by N1 interactive licence

Hi,

I have had issues with a number of casinos operating under N1 Interactive (licence holder) which owns and operates a variety of casino brands, one of which is Mason Slots. I initially requested to be self excluded on 26/3/20 on BobCasino which is a casino operating under the N1 Interactive MGA licence which also operates Mason Slots and received confirmation via email of the self exclusion. I also emailed support to request I be blocked from all casinos under their licence due to gambling problems however I have been allowed to open an account with Mason Slots and deposit the following amount on

500 - 28/7/20

I feel the Gaming operator’s responsible gambling system has severely failed me and my addiction was let take over and I lost control. I have contacted Mason Slots by email However have not received any satisfactory response.

Please see attached screenshots of some of the deposits made, also please see attached email from Bobcasino as proof of request to self exclude from all of their casinos.

My registration details were all the same < full name, DOB and address removed >

Resolved

€500

100 euros disappeared

I deposited 100 euros with Trustly Pay n Play -option. The money left my bank account, but as the deposit process was complete the site kicked me out. Customer service told my account had been closed due to decision of the administration The deposited money never returned to my bank acc.
I sent an email to the casino with online bank screen shot of the deposit. That was over a month ago, and no decent reply yet. The customer service keeps on answering me that the finances department is busy and they will look into it later.
This delay is unacceptable. My money just disappaered somewhere.

Resolved

€100